Fire Protection Service Coordinator

Overview

M.C. Dean is Building Intelligence®. We design, build, operate, and maintain cyber-physical solutions for the nation's most recognizable mission critical facilities, secure environments, complex infrastructure, and global enterprises. The company's capabilities include electrical, electronic security, telecommunications, life safety, automation and controls, audio visual, and IT systems. M.C. Dean is headquartered in Tysons, Virginia, and employs more than 5,800 professionals who engineer and deploy automated, secure, and resilient power and technology systems; and deliver the management platforms essential for long-term system sustainability.

Why join M.C. Dean? Our people are inspired by the way engineering and innovation enhance customer outcomes, improve lives, and change the world for the better. We are driven by our core values of agility, expertise, and trust.

Responsibilities

The primary responsibility of the Fire Protection Service Coordinator is to ensure that all customer commitments concerning service delivery are met on time. This role involves efficiently scheduling and dispatching Field Service Technicians to maximize operational efficiency. The Service Coordinator will interact with existing and potential customers, prioritizing customer satisfaction and maintaining a positive company image.

Key duties include scheduling preventative maintenance inspections, handling emergency calls, and analyzing situations to determine the most appropriate course of action. This position demands strong organizational skills, effective communication, and a commitment to delivering high-quality service to clients.

Scheduling & Dispatching:

• Schedule preventative maintenance inspections and emergency calls, ensuring zero backlogs.
• Utilize dispatch board to update and maintain service schedules while ensuring on-time service delivery.
• Dispatch technicians for emergencies and follow through to resolution.
• Assign technicians based on customer requirements and technician skill sets.

• Manage workload and schedules of assigned Field Technicians.
• Receive service requests, prioritize based on urgency, and assign tasks accordingly.
• Develop service routes and maintain communication with Field Technicians throughout the day.
• Modify daily routes to meet customer needs and accommodate changes as necessary.

• Respond to client inquiries, requests, and complaints promptly and effectively.
• Monitor customer complaints and ensure timely resolution with the best possible solution.
• Confirm client site visits, manage approved repair work, and provide updates as needed.
• Ensure smooth fire safety service scheduling by coordinating appointments and verifying client contact details.
• Prioritize scheduling based on service needs, technician availability, and client urgency.

• Demonstrate the ability to prioritize scheduling backorders and resolve customer issues.
• Collaborate with management to optimize service routes and address customer needs efficiently.
• Follow all safety guidelines, work rules, and policies to ensure efficient service delivery.

• High School Diploma with a minimum of 3 years of technical customer service experience required, related to Fire Alarm & Life Safety Systems preferred.
• Minimum 3-years of dispatching or related field experience.
• 1-2 years of scheduling experience, with fire safety experience as a plus.
• Ability to obtain US Clearance, minimum DoD Secret Clearance.
• Position is subject to an additional customer background check.
• Previous fire alarm or sprinkler experience
• NICET I preferred

• Excellent communication skills, both written and verbal.
• Strong planning, organizational, analytical, and problem-solving skills.
• Proficiency in using Excel, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), and web-based computer programs.
• Ability to work in a fast-paced, virtual, and dynamic environment.
• Strong customer service skills, with the ability to handle difficult customers with diplomacy and tact.
• High attention to detail, accuracy, and strong decision-making skills.
• Excellent interpersonal skills, with the ability to work both independently and in a team setting.
• Self-motivated, career-oriented, and with a strong work ethic.
• Ability to remain calm under pressure and effectively prioritize tasks.
• Interest in helping and working with customers.

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.